Case Study 1 Customer Service Centre CUSTOMER SERVICE CENTER Several people are on the phones taking...

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Case Study 1 Customer Service Centre CUSTOMER SERVICE CENTER Several people are on the phones taking service calls. The phone rings and a young male, John, answers the phone. John is very pleasant. There is a smile in his voice. JOHN Good morning. Allen's Customer Service. How may I help you? MRS. RONE (Yelling) Yes. I was told to expect delivery on my order in three to four weeks. I called two weeks ago, and you people said it's only week three-wait another week. Well, it's week five, and still no delivery. John quickly asks for more information. JOHN Ahh. Can I have your name? MRS. RONE Rone, Beth. Order number 456878. John reports the customer information. His tone is neither negative or positive. JOHN Well, my record shows that you order is scheduled to be put on the truck next Friday. Then it should get to you in no more than a week from then... Mrs. Rone doesn't like the answer. MRS. RONE That's ridiculous. That's almost seven weeks from the time I ordered. You said three to four weeks. It's unacceptable. And I'd like... John interrupts and starts to argue a point with Mrs. Rone. JOHN Ma'am, I didn't say three to four weeks. I'm just trying to help you. John's comment has angered her more. a. How would you develop rapport with Mrs Rone? b. Why did John make Mrs Rone angry? c. What communication skills should John have used? d. What customer service strategies could John have used to solve the issue of the late delivery to Mrs Rone? Case Study 1 Customer Service Centre CUSTOMER SERVICE CENTER Several people are on the phones taking service calls. The phone rings and a young male, John, answers the phone. John is very pleasant. There is a smile in his voice. JOHN Good morning. Allen's Customer Service. How may I help you? MRS. RONE (Yelling) Yes. I was told to expect delivery on my order in three to four weeks. I called two weeks ago, and you people said it's only week three-wait another week. Well, it's week five, and still no delivery. John quickly asks for more information. JOHN Ahh. Can I have your name? MRS. RONE Rone, Beth. Order number 456878. John reports the customer information. His tone is neither negative or positive. JOHN Well, my record shows that you order is scheduled to be put on the truck next Friday. Then it should get to you in no more than a week from then... Mrs. Rone doesn't like the answer. MRS. RONE That's ridiculous. That's almost seven weeks from the time I ordered. You said three to four weeks. It's unacceptable. And I'd like... John interrupts and starts to argue a point with Mrs. Rone. JOHN Ma'am, I didn't say three to four weeks. I'm just trying to help you. John's comment has angered her more. a. How would you develop rapport with Mrs Rone? b. Why did John make Mrs Rone angry? c. What communication skills should John have used? d. What customer service strategies could John have used to solve the issue of the late delivery to Mrs Rone?

Answer rating: 100% (QA)

a To develop rapport with Mrs Rone I would approach the conversation with empathy and understanding I would acknowledge her frustration and express ge... View the full answer